Customer Service Engineer; VA ESOM - Major Activation

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Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers’ missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development. Together, we can drive meaningful change, spark innovation, and achieve extraordinary milestones.

Kentro is hiring an experienced Customer Service Engineer to support our VA‑ESOM‑ End Point Support and Operations Monitoring contract across the United States. The VA provides support staff across 100+ CONUS and OCONUS locations, including difficult‑to‑accommodate locales. A Customer Service Engineer can quickly respond to end‑user requests for assistance when existing manuals and scripted responses are insufficient.

Location: Onsite – Oklahoma City VHCS, 921 NE 13th Street, Oklahoma City, OK 73104

Duration of Position: Estimated through September 2026, with possibility of extension.

• Support the Government with the installation, maintenance, testing, and troubleshooting of computer systems and equipment, ensuring optimal operation and user satisfaction.
• Assist in delivering both remote and desk‑side technical support, responding to IT support tickets, and performing diagnostic and repair activities on both hardware and software components.
• Aid in setting up and maintaining user accounts, interfacing with other software applications, compiling reports, and responding to customer requests.
• Assist in the maintenance of Active Directory and other system accounts, support connectivity and client applications, and assist in the configuration and support of local and wide‑area network services.
• Monitor open tickets in VA’s Service Now customer incident ticketing system to ensure adherence to business processes, and report discrepancies with proposed corrective actions for approval before implementation.
• Manage both sedentary and active work tasks, handling electronic components safely and complying with safety precautions.
• Utilize debugging protocols and processes to troubleshoot problems identified by customers and implement corrective actions quickly.
• Facilitate equipment returns, deployments, unboxing, inventorying, and verification.
• Possess the physical capability to lift equipment up to 50 pounds and perform required movements (bending, twisting, squatting, reaching, climbing, crawling) to access and repair equipment.
• Stand and move throughout the work area for prolonged periods.

• Active listening:
  Understand customer needs and concerns fully before responding.
• Clear verbal and written communication:
  Explain technical issues in simple, customer‑friendly language.
• Empathy:
  Show understanding and patience with frustrated or non‑technical customers.
• Relationship building:
  Develop trust and rapport with customers and colleagues.
• Professional demeanor:
  Represent the company with courtesy and confidence in all interactions.

• Proactive attitude:
  Anticipate customer needs before they become issues.
• Continuous improvement:
  Seek feedback to improve personal performance and customer experience.
• Ownership:
  Take responsibility for resolving issues from start to finish.

• May be asked to provide additional support during temporary workload surges. These requests may require travel for up to two weeks (12 consecutive days) with specified travel arrangements.
• Overtime is not authorized for this surge capacity.
• For work‑related travel, Kentro will pre‑pay airfare and hotel. Out‑of‑pocket expenses must be submitted via expense report. Reimbursements are paid weekly. Per diem for meals and lodging is provided per GSA Per Diem rates for the location.

• Bachelor’s degree in computer science, electronics engineering, or related discipline, or 8 years of relevant experience may replace the education requirement.
• Minimum 2 years of experience in IT Technical Support, Help Desk, or System Administration.
• Must…